Field Service Supervisor

MITER Brands™ is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nation’s largest suppliers of vinyl windows and patio doors, with plants across the country.

Why work at MITER Brands?

Supervises a team of technicians that investigate and perform repair services at residential homes and commercial buildings ensuring services are performed safely and effectively. 

· Provides leadership to ensure Team Members demonstrate appropriate demeanor, technical accuracy, efficiency and conformity to company policies.

· Maintains contacts with internal departments to ensure availability of materials for service.

· Interviews and hires candidates for Field Service team, conducts annual performance evaluations, schedules staff and approves vacations and time off, provides feedback to field service team, and documents progressive discipline. 

· Maintains records of performance.

· Ensures Team Members receive appropriate training necessary to meet and exceed job expectations.

· Assists in developing departmental budget, and initiates and monitors cost reduction programs.

· Works closely with the following departments to resolve product problems discovered through the service resolution process.

· Quality, manufacturing, engineering, purchasing, shipping, customer service, sales, or any other department necessary.

· Attend various meetings such as Quality review, product improvement and others as needed.

· Negotiates settlements with customers.

· Authorizes service calls made by dealers, instead of company Service Representatives, and payment for dealer-performed service calls.

· Authorizes and approves customer back-charges.

· Handles escalated consumer calls and letters concerning product and service issues. This includes corresponding by letter and phone as needed.

· Develops and monitors measuring system for tracking performance of Field Service Representatives and the department in general. Maximizes departmental productivity through proficient use of appropriate software applications.

· Reviews monthly status items, such as fuel, phone bills, expense reports and vehicle safety requirements, and takes corrective action, if needed.

• Five years in customer service   
• Three to five years supervising team members onsite and remotely 
• Experience in building successful teams  
• Proficient with the MS Office Suite